Support

We usually reply within two working days

Contact us

Questions, bugs, ideas, or a problem with your account: email us and include your username if you have one.

Recording walks

My walk didn’t record while my phone was locked

Open iPhone Settings → TRACE → Location and choose While Using the App or Always, and turn on Precise Location. Start the walk from the app, then lock the phone as normal. A blue location indicator shows that TRACE is recording.

Steps show “(est.)”

TRACE counts steps with the iPhone’s motion sensor. If Motion & Fitness is off (Settings → TRACE), it estimates steps from distance instead.

I don’t see my walk on the Lock Screen

Check that Settings → TRACE → Live Activities is on, and that “Lock Screen & Dynamic Island” is on in TRACE’s own Settings.

Streets & progress

Why isn’t a street marked as completed?

A street is completed once you’ve covered 90% of it. TRACE measures every street in 8 m pieces, and a piece counts when your route runs along it within 25 m. Crossing a street at a junction doesn’t count, so very short side streets may need walking to the end.

A street is missing or has the wrong name

TRACE uses OpenStreetMap, the free map anyone can edit. Fixes made there reach TRACE over time.

My city didn’t download

City downloads need an internet connection the first time. Tap the paused bar at the top of the map to try again.

Friends & privacy

• Add friends: Profile → Add friends, then search by username, scan their QR code or share your invite link.
• Hide one walk: open it in Activity and turn on Private.
• Hide all walks or leave leaderboards: Profile → Settings → Privacy.
• Your routes are never shown to anyone else. See the Privacy Policy.

TRACE+

How do I cancel?

iPhone Settings → your name → Subscriptions → TRACE+ → Cancel Subscription. You keep TRACE+ until the end of the period you’ve paid for.

I paid but TRACE+ isn’t unlocked

Open the TRACE+ screen in the app and tap Restore purchases, making sure you’re signed in to the same Apple ID you paid with.

Refunds

Apple handles payments and refunds. Request one at reportaproblem.apple.com.

Your account

Delete your account

Profile → Settings (gear) → Delete account. This permanently deletes your profile, photo, followers, high fives and all walks backed up to our server. It doesn’t cancel a TRACE+ subscription; cancel that in your Apple ID settings.

Moving to a new iPhone

Sign in with the same Apple ID in TRACE on your new iPhone, and your backed-up walks come back automatically.

Export a walk

Open a walk in Activity → Export GPX to use it in Strava, Garmin Connect, Komoot and other apps (TRACE+).

Beta feedback

Testing TRACE through TestFlight? Take a screenshot in the app and TestFlight offers to send it to us with a comment, or email us at the address above.